This recruitment has been posted for more vacancies than currently exist as it may be used to fill additional identical vacancies which may occur within 180 days of the closing date of this bulletin.

The Department of Managed Health Care's (DMHC) Help Center educates consumers about their health care rights, resolves consumer complaints against health plans, helps consumers understand their coverage, and assists consumers in getting timely access to appropriate health care services.

Work in a collaborative and supportive team! Under the general direction of the Staff Services Manager I (SSM I) over the Help Center's customer relationship management (CRM) Support Unit, the Associate Governmental Program Analyst (AGPA) will serve as a CRM Support Analyst. The AGPA will be assigned to work on a broad range of tasks related to the Help Center's CRM system, including systems testing and troubleshooting, data auditing, systems maintenance, and training.

This position is eligible for a hybrid telework schedule under Government Code 14200. Under the Department of Managed Health Care's (DMHC) current hybrid telework policy, employees may be required to report in-person to the office two times per week and will be required to utilize a shared or "hotel" workspace. Employees may also be required to report in person more frequently as determined by management, which may include working at a DMHC designated headquarters and/or offsite events or locations. Employees must work from a location within California while employed at the DMHC.

Please let us know how you heard about this position by taking a brief survey: DMHC Recruitment Survey

You will find additional information about the job in the Duty Statement .

Working Conditions

The DMHC utilizes a hybrid telework model to provide all employees with an avenue to telework while ensuring business and operational needs are met.

Remote-Centered employees are expected to maintain a safe and distraction free work environment at the approved alternate work location. Remote-Centered employees agree to adhere to the state telework policy, the DMHC's telework policy, and conditions cited in the Telework Agreement (STD 200).

Office-Centered employees are expected to maintain a dedicated workstation at a DMHC official worksite. Office-Centered employees are expected to work in a climate-controlled office or cubicle under artificial lighting.

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-437771

Position #(s):
409-173-5393-115

Working Title:
Customer Relationship Management (CRM) Support Analyst

Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST $5,684.00 - $7,114.00 A

# of Positions:
Multiple

Work Location:
Sacramento County

Telework:
Hybrid

Job Type:
Permanent, Full Time

Department Information
The mission of the California Department of Managed Health Care (DMHC) is to protect consumers' health care rights and ensure a stable health care delivery system. The DMHC accomplishes its mission by ensuring the health care system works for consumers. The Department protects the health care rights of more than 29.7 million Californians by regulating health care service plans, assisting consumers through a consumer Help Center, educating consumers on their rights and responsibilities, and preserving the financial stability of the managed health care system.

DMHC values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. DMHC believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join DMHC and help us improve the lives of all Californians.

If you are interested in learning about the Department of Managed Health Care (DMHC) culture from the perspective of someone like yourself, contact our Someone Like Me program. Within five business days of your request to participate in the Someone Like Me program, you will be matched with a DMHC employee with a similar background to discuss the DMHC's culture. This program is not part of, or in any way affiliated with the application or hiring process. Prospective employees must complete the application process on Cal Careers (e.g., submit your application within the specified timeframes on the job posting) to be considered for hire at the DMHC. None of the information you provide through the Someone Like Me program will be relayed to the Hiring Unit.

Department Website: http://www.dmhc.ca.gov

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

All applicants not currently employed by the DMHC will be subject to a pre-employment background investigation. The investigation will consist of fingerprinting and an inquiry to the California Department of Justice to disclose criminal records.

Any documents you submit for a job vacancy such as your state application, resume, cover letter, educational transcripts, etc. SHOULD NOT include ANY confidential information. Confidential information that should be excluded or removed from these documents include, but is not limited to, your Social Security Number (SSN), birthday, driver's license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver's license number will automatically be redacted upon submission. Possession of Minimum Qualifications will be verified prior to interview and/or appointment.

If you are using education to meet the minimum qualifications for this position, you must submit a copy of your high school transcripts or college/university transcript(s).

Unofficial transcripts may be accepted during the application process; however, submission of official transcripts may be required prior to appointment.

Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 7/1/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Managed Health Care
Attn: HR - Anne Weis
980 9th Street, Suite 500

Sacramento , CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Managed Health Care
HR - Anne Weis
980 9th Street, Suite 500

Sacramento , CA 95814

08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications -
  The Statement of Qualifications (SOQ) is a MANDATORY requirement to apply for this position. The SOQ will answer specific questions and provide insight to the hiring manager regarding the candidate's education, training, experience, and skills to meet the minimum and desirable qualifications for the position.
  
  Please see section labeled Statement of Qualifications Instructions for further direction
  

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

The ideal candidate will:

• Have the ability to solve user issues using interpolative thought processes, systematic decision-making, and documentation from past situations with similar issues,

• Have the ability to identify and escalate issues to the Department's Office of Technology and Innovation and provide follow through,

• Have excellent documentation and organizational skills, and

• Have excellent customer service skills, including written and oral communication skills and interpersonal skills.

In addition, the ideal candidate will have:

• Experience working with application systems in an administrative role, especially with CRM systems,

• Experience performing data validation or data quality checks on qualitative data, especially with health care data

• Experience with health care terminology, especially with the International Classification of Diseases, the Healthcare Common Procedure Coding System, or Current Procedure Terminology codes, and

• Basic skills with Excel and Word.

Benefits Benefit information can be found on the CalHR website and the CalPERS website.

Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.
Department Website: http://www.dmhc.ca.gov
Human Resources Contact:
Anne Weis
(916) 322-5393
Anne.Weis@dmhc.ca.gov
Hiring Unit Contact:
Weda Thao
(916) 255-3894
Weda.Thao@dmhc.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Office
(916) 738-3394
EEO@dmhc.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Additional Application Instructions

To be considered for this vacancy, please complete all applicable fields on the application form, including a list or description of previous/current occupational experience in the duties performed section.

Do NOT include your social security number on any submitted documents. If submitting your application via postal mail or in person, please notate RPA: 23-337 and Job Control: JC-437771 on your application.

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate's ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification for the Associate Governmental Program Analyst is located at the top of this Job Announcement Posting under Minimum Requirements.

Foreign Degrees or Transcripts - Applicants with foreign degrees or transcripts who wish to apply that coursework toward meeting the minimum qualifications of the classification must provide a transcript evaluation that indicates the number of units to which his/her foreign coursework is equivalent. DMHC accepts foreign transcript evaluations that are completed by one of the agencies approved by the California Commission on Teacher Credentialing .

PLEASE NOTE: If you are mailing your application, it must be postmarked by the final filing date. Hand delivered applications must be submitted no later than 5:00 p.m. on the final filing date. Applications slipped under the door at the Human Resources Office will be time stamped the following business day.

Statement of Qualifications Instructions

To be considered for this position, you must submit a Statement of Qualifications (SOQ) with your application.

• The response should be no more than one (1) page, single spaced using Arial 12-point font size.

Describe a time where you helped someone to solve an issue with a system application. Describe what the problem was, what troubleshooting steps you took, how you identified the root cause, and how you worked with the person to solve their problem.

Applicants that do not submit a SOQ with their application packet will automatically be disqualified from consideration for this position. Cover letters, resumes and applications will not take the place of the SOQ

Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.